Sr. Service Delivery Manager, OneSource

PerkinElmer

  • Gaithersburg, MD
  • $125,320-187,720 per year
  • Permanent
  • Full-time
  • 1 month ago
We are aware that fraudulent job offers are circulating on social media. Perkinelmer does not engage in email interviews, does not requests fees payments and only communicates through our secured enterprise management system. Please note that legitimate emails will always come from a 'perkinelmer.com' email address.What is Recruitment Fraud?Recruitment fraud is a sophisticated scam offering fake job opportunities to job seekers. This type of fraud is normally carried out through e-mails or social sites by an individual claiming to be from the company. These fraudsters often request recipients to complete employment forms requiring that you provide your personal identifying information. The scammer may even conduct an "interview" with the job seeker through a virtual conferencing platform and will often request that the job seeker make a payment as part of their fake recruiting process.How to identify Recruitment Fraud?Please note that PerkinElmer DOES NOT:
  • Send job offers from free email providers such as Yahoo, Google, etc. Some scammers try to use email addresses that have PerkinElmer in the name, such as
, however, these are not legitimate emails. * Present job offers without an employment application, an interview and a discussion with the hiring manager.
  • Request payments or any type of personal data, such as credit card information, from prospective candidates for employment.
  • Authorize anyone to collect money or arrive at any monetary arrangement in return for a job at PerkinElmer.
  • Require background screening on job applicants prior to being interviewed. All background screenings are conducted in accordance with applicable law and at appropriate times during the recruitment process, not prior to an interview.
What to do if you are approached?
  • Do not send any money or provide any personal information.
  • Please contact the FBI's Internet Crimes Complaint Center at this link to report the internet scam:
. The FBI's IC3 aggregates criminal events and conducts analyses to prosecute these crimes. CloseDon't ask what's next. Define it. Step up, stand out and make a Statement.KeywordsLocation Search JobsShareSr. Service Delivery Manager, OneSourceGaithersburg, Maryland Save for LaterResponsibilities Location Gaithersburg, MarylandUS Job ID REQ-052396Responsibilities:
  • Ensure operational performance metrics are met per agreement
  • Define and lead execution of account growth and margin expansion actions
  • Responsible and accountable to deliver monthly revenue and margin forecast for assigned account
  • Partner with Service Operations regarding service parts planning, procurement and inventory and vendor management processes
  • Identify and leverage service delivery and customer care best practices, processes and procedures across account sites and geographies. Drive standardization as appropriate and in collaboration with Functional and Business teams
  • Analyze and effectively articulate account data to identify process gaps and work with functions to implement root cause corrective/preventative actions
  • Partner with Portfolio Team to identify new service offerings and extensions. Enable pilot programs within assigned account for new offerings.
  • Develop and execute strategy to successfully and consistently implement/on-board new personnel and support expansion of existing program in the most efficient/effective manner.
  • Leverage tools and global best practices to support program expansions and existing program including but not limited to: inventory tools, contractual documentation (Master Services Agreement, Statement of Work), Move/Add/Change process. Provide feedback on tools to functional owners regarding new customer requirements.
  • Establish and maintain a strong governance program with the customer based on communication of value delivery and key performance indicators in order to drive continuous improvement efforts.
  • Lead partnership with organization to establish communication, governance and reporting schedules in order to measure success against customer expectations and contractual terms. And program goals (as defined in program maturity models)
  • Interact with field, customer, and client personnel & visit customer sites to better understand their goals, challenges and identify opportunities to deliver incremental value, improving business outcomes for our customer. Provide this feedback to Business leadership.
  • Drive collaboration across the OneSource business team to implement processes to maximize customer lifetime value & customer satisfaction. Effectively serve as the point of escalation to the program management function across internal teams, ensuring effective and consistent service delivery.
  • Enable opportunities for the OneSource Commercial personnel to expand customer relationships both during the contact term & renewal process.
  • Work with Functional and Business teams to build and execute plans regarding Manage to Passthrough, Manage to Maintain, and strategies regarding third party vendor management.
  • Accountable for account specific human capital management to maximize revenue and margin potential for the business while maintaining and improving customer satisfaction
  • Accountable for positive leadership and culture through ongoing direction, coaching, and career development of staff and colleagues. Continue to foster the development of the PKI team.
  • Promote a safe working environment and ensures compliance with applicable EHS policies and procedures.
  • Comply with applicable PerkinElmer and client Quality policies and procedures.
  • Collaborate with Quality to identify, characterize and act to eliminate/prevent field defects resulting from products, process and personnel.
Basic Qaulifications:
  • B.S. or B.A. in business management, finance, communications, economics or equivalent required. MBA preferred.
  • Minimum 15 years professional experience
  • 10+ years in functional business operations role - customer care, continuous improvement, program management
Preferred Qualifications:
  • Experience in field service and/or service operations
  • Experience and demonstrated success with executive customer negotiations and business reviews
  • Working knowledge of different ERP systems (SAP, Maximo, etc.)
  • Six sigma/continuous improvement experience - certification preferred
  • Strong interpersonal skills and demonstrated ability to lead a team and work independently
  • Understanding of customer care support processes, systems and performance metrics
  • Excellent motivational, communication (oral/written), presentation and influencing skills
  • Excellent critical thinking/ analytical and problem solving skills
  • Strong track record of leadership in a matrix environment - demonstrated ability to drive change within global and cross-functional teams to achieve concurrence and impact
#LI-EJ1The annual compensation range for this full-time position is $125,320 to $187,720. The final base pay offered to the successful candidate will be determined by factors including internal equity, work location, as well as individual qualifications, such as job-related skills, experience, and relevant education or training.When joining PerkinElmer, you select an experienced and trusted leader in scientific solutions, with the support of a global service network and distribution centers, providing the right solution, at the right time, to meet critical customer needs. With over an 80+ year legacy of advancing science and a mission of innovating for a healthier world, our dedicated team collaborates closely with commercial, government, academic and healthcare customers to deliver our broad portfolio of analytical solutions, and OneSource services.PerkinElmer is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, or veteran status or any other characteristics protected by applicable law. PerkinElmer is committed to a culturally diverse workforce.
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